ForHousing Limited (202110311)

REPORT

COMPLAINT 202110311

ForHousing Limited

26 May 2022

Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

1. The complaint is about the landlord’s handling of the resident’s request for the concrete path at the property to be renewed with flagging.

Determination (decision)

2. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

3. The resident submitted a complaint to the landlord about the condition of the concrete pathway leading from their front door to a shed. They complained that the pathway was cracked, caused a trip hazard and they were unhappy with the repairs the landlord proposed to address this issue.
4. The landlord provided its final response to the complaint on 3 February 2022. It confirmed that after an assessment of the pathway in May 2021, repairs were recommended to the cracks.
5. It acknowledged that the resident wanted the concrete pathway to be replaced with flagging, also known as paving slabs, but this request was not approved by its maintenance team. It concluded that its decision not to renew the pathway was reasonable, as repairs would only be carried out to the concrete path to ensure it was in a safe condition. It confirmed that it would proceed with the repair to the cracks and would arrange an appointment for this to be completed.
6. The resident referred their complaint to this Service as they remained unhappy with the landlord’s decision to carry out repairs rather than renew the pathway. They explained that the pathway was deteriorating as the concrete was old and that they had asked the landlord to renew it with flagging for several years, but it refused.
7. We wrote to the landlord about the resident’s complaint on 22 March 2022 and asked if it would like to try and resolve the complaint through our mediation process. It confirmed that it would and met with the resident on 27 April 2022 to discuss a resolution to address the issues raised with the pathway.
8. Following the meeting, the landlord confirmed that it would remove the concrete path leading from the resident’s front door to the shed, renew this with approximately 80 flags and if required, alter the gully height.
9. The resident confirmed to this Service on 27 April 2022, after the meeting, that they were happy with the works the landlord had proposed to the pathway.
10. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
    1. “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.”
11. I am therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

12. The above finding is reliant on the landlord completing the actions to the pathway that it has agreed. If the works to the pathway are yet to be completed, the landlord is to write to the resident within two weeks of the date of this report with details of when they can expect this work to be carried out.
13. If the works are to be carried out across more than one day, the landlord is to confirm the timeline of works to be completed on each day. A copy of the correspondence is to be provided to this Service.
14. If the works have already been carried out, the landlord is to provide confirmation to this Service.